Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry
Article
Article Title | Effects of distributive justice complaints resolution strategies on customer satisfaction in Kenya’s banking industry |
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Article Category | Article |
Authors | Chepkwony, Joel, Korir, Michael Kirwa, Lagat, Charles, Mumbo, Hazel Miseda and Odera, Odhiambo |
Journal Title | European Journal of Business and Social Sciences |
Journal Citation | 1 (7), pp. 87-96 |
Number of Pages | 10 |
Year | 2012 |
Place of Publication | Zurich, Switzerland |
Web Address (URL) | http://www.ejbss.com/Data/Sites/1/octoberissue/ejbss-12-1165-effectsofdistributivejustice.pdf |
Abstract | Maintaining a loyal customer base has witnessed banks invest in various marketing strategies among them complaint resolution strategies so as to have an ever satisfied clientele. The purpose of this study is to establish the effect of customer complaint resolution strategies on customer satisfaction. The study utilizes an explanatory survey design and focuses on all the 20 banks based in Eldoret, Kenya as at June 2010. Additionally, 2300 customers are targeted for the study. A sample of 372 customers was selected using systematic sampling techniques. A self-administered questionnaire was used to |
Keywords | distributive justice, complaints resolution, customer satisfaction, banks, Kenya |
ANZSRC Field of Research 2020 | 350204. Financial institutions (incl. banking) |
350604. Marketing communications | |
350715. Quality management | |
Public Notes | NOTE: This paper is in Vol 1, issue 7 (http://www.ejbss.com/volume-1-no-7-2012.aspx)(Paper says that it is in Issue no. 6) |
Byline Affiliations | Moi University, Kenya |
Great Lakes University of Kisumu, Kenya | |
School of Accounting, Economics and Finance | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q1949/effects-of-distributive-justice-complaints-resolution-strategies-on-customer-satisfaction-in-kenya-s-banking-industry
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